Skip to main content
Big Finish - For the Love of Stories

New Website FAQ

Big Finish: New Website & App FAQ

Welcome to the new Big Finish online home! We have been working hard to upgrade our systems to provide a faster, more modern experience for the love of stories.

While the migration of our massive database is complete, we know you may have questions about how to find your way around during this transition period. Rest assured: Your account data, purchases, and wishlists are safe.

Update 24/7

  • We are still awaiting the review of the latest update for the Android app (currently 2.2.2), which will address a lot of the instability/performance issues seen currently. This will be released atuomatically when it passes the review, but this part is out of our control.
  • Sorting by purchase date in your account section will be available shortly. This has been successfully tested and will be released in the upcoming days.

Update 17/7

  • The new 'You've got this' icon, a green tick in the top right corner of the cover art, is visible across all areas of the website. The icon is shown when the download is present in your account. This icon will not prevent you from re-ordering a release, it is there for your information only.
  • A glitch on mobile devices where the range selection appears and vanishes quickly has been fixed.

Update 16/7

  • Gift Cards purchased in currencies other than GBP can now be redeemed against the appropriate currency.
  • We are aware that a test product 'Fifteen Test Product' remained on our site post launch and has caused some issues with the product it was duplicated from - Alixion. Our developers are preparing the fix for this.
  • Additional sort functionality is being added to the accounts area, bringing back the ability to sort by release date as well as purchase date. We are also working on refining the filter options.
  • A glitch on mobile devices where the range selection appears and vanishes quickly has been confirmed and a fix is being prepared.
  • A calendar anomaly preventing viewing releases earlier than 2000 has been confirmed and is being addressed.

Update 14/7

  • You've got this 'stage 1' has been released on the website. If you own a release you will now see a green tick on the top right corner of the cover art. Once we have completed further testing this will be made visible throughout the other areas of the website.
  • The Android app update has now been released. Our developers are reviewing any reported issues and creating fixes as required.

Update 9/7

  • We are aware of a current instability issue on the iOS app. Our developers have isolated the issue and are working on a fix. We appreciate your patience during this transition period.

Below is a guide to the most common questions we are receiving.

1. Where is my library?

Your downloads are all there, but the way you access them depends on how you are visiting us today.

On a Computer (Laptop/Desktop):

  • Click the Login button in the upper right corner.
  • Once logged in, click on your Name (upper right) to open your dashboard.
  • Select Downloads from the menu.

On the Mobile Website (Phone/Tablet):

  • Tap the three horizontal lines (menu) in the upper left corner.
  • Scroll to the bottom and tap Log In.
  • Once signed in, tap the menu lines again.
  • The Pro-Tip: Scroll down past "Collections." Just under "Contact," you will see My Account.
  • Tap the arrow next to "My Account" (not the words themselves) to reveal the sub-menu.
  • Tap Downloads to see your library.

2. What about the Big Finish App?

The new website required a database move, which means the app needs an update to "talk" to the new system.

Apple iOS and Android Users: An update is now available in the App/Play Store. Please update your app at your earliest convenience. Once updated, your library will re-sync. This may take some time during high-traffic periods, so we recommend keeping your phone awake while it syncs.

3. I can't find a specific purchase in my library.

If your library count looks different, it may be because free podcasts were not moved in the initial migration. If a paid purchase is missing:

Check your Filters: Ensure they are set to "All Ranges" and "All Release States."
Try hitting Reset or Update after entering a keyword.
If it’s still not there, email sales@bigfinish.com with the title and your original order number.

4. Troubleshooting Login & Orders

Password Resets: If your reset link returns an error, please wait a few minutes and try again; our servers are currently handling a very high volume of requests.
Wrong Currency: Log in to your account. If the currency doesn't update, go to My Details and manually set your "Preferred Currency."

5. App Playback: Single Track vs. Multiple Tracks

We are aware that a small handful of titles are showing as multiple MP3 tracks in the app rather than a single audiobook file. We are working on a fix for these specific titles.

On the Website: Always ensure you select the M4B version for a seamless, single-file experience.

Thank you for your patience and for being part of the Big Finish family. We are monitoring all feedback and will continue to update this page as we refine the new site!

6. Note for our Subcribers

Some subscriber only supplementary media will not be available immediately as migrating this across is a detailed task, and to ensure accuracy, is being held until after the initial launch. We appreciate your understanding and patience in the meantime. We will update as soon as this final migration has taken place.